I. Our Role

The Council pledges to fulfil its statutory functions as prescribed in the Consumer Council Ordinance. These functions are : to protect and promote the interests of consumers of goods and services and purchasers, mortgagors or lessees of immovable property.

II. Your Expectations

Within these ambits, you are entitled to expect us to :

• answer consumer enquiries and handle complaints promptly ;

• mediate disputes between consumers and service suppliers ;

• conduct researches, surveys and product testing to produce and publish useful information and results ;

• provide a regular outlet of information, advice and view points on all matters affecting the interest of consumers ;

• monitor trade practices and liaise with industry body to safeguard consumer interests ; and

• research on consumer policy and launch consumer education campaign or related activities.

III. Performance Targets

The key performance measures in respect of protection and promotion of consumer interests are:

Service	Target
A. Handling Consumer Enquiries
telephone calls	mostly in 3 minutes
in person	10 minutes
in writing	15 working days

B. Handling Consumer Complaints
telephone calls	mostly in 3 minutes
in writing
issued acknowledgement	2 working days
issued preliminary reply	7 working days
notified complaints of results/progress	16 working days

C. Publication of "CHOICE" and release of product testing, research and survey results

monthly

IV. Our HOTLINE and Advice Centres

Our hotline for enquiries and complaints is(852) 2929 2222. You may choose to approach any of our 8Consumer Advice Centresfor assistance.

There may be occasions when we are unable to provide the services within the times specified. In such instances, you are entitled to a full explanation and we pledge to handle your case to our best endeavours.

V. Service Environment

The Council is committed to provide a courteous, efficient and helpful service in a comfortable environment.

VI. The Public's Role

The Council welcomes any comments or suggestions you may have on the way in which our services are handled. In the event, you have a complaint to make about our services, you may write to the following address:

Head / Administration & External Affairs Section
Consumer Council
22/F, K. Wah Centre
191, Java Road
North Point
Hong Kong

Tel : (852) 2856 3113
Fax : (852) 2856 3611

VII. Right of Appeal

If you feel that your complaint has not been dealt with fairly, you should write direct to the Chairman of the Consumer Council as follows :-

The Chairman
Consumer Council
22/F, K. Wah Centre
191, Java Road
North Point
HONG KONG